In the vibrant world of e-commerce, where technology reigns supreme, Jumia stands as a trailblazer, shaping customer experience and driving innovation across the African continent. At the helm of this technological revolution is the Tech Centre in Egypt, a place buzzing with creativity and innovation.
The journey begins with the strategic decision to establish a Tech Centre in Egypt, a country pulsating with tech potential. The rationale behind this move was the government's pronounced focus on the tech industry and the impressive pool of over 500,000 tech graduates annually. What initially began as outsourced resources in Cairo in 2020 evolved swiftly into a physical data centre in 2021, now housing more than 80 tech talents specialising in software development, data engineering, product management and more.
Every journey encounters challenges, and the Egypt Tech Centre is no exception. However, for Jumia, challenges are not roadblocks but stepping stones to innovation. Talent retention can sometimes be a hindrance to innovation but this isn’t unique to Jumia especially in a world where job changes are as frequent as the changing seasons, Yet, the Tech Centre's ability to operate globally, fostering remote collaborations, emerges as a beacon in talent retention. Furthermore, the Tech Centre cultivates a positive culture – a mix of exposure, soft skills, technical training, and innovative initiatives.
Bridging the Gap with Tech
The heartbeat of the Tech Centre reverberates with a singular focus – Jumia Mall, the flagship product, and its supporting applications. The centre thrives on a culture of empowerment, with team members exposed to a mosaic of technical expertise from Portugal, Nigeria, and Kenya. This cultural cross-pollination not only enriches their knowledge but forms the crucible for innovations. Within the Egypt Tech Centre, the philosophy is crystal clear – developers should experience the product firsthand. This principle manifests as the Tech team collaborates closely with internal users, conducting user testing with employees from various departments. The result? A profound understanding of the products they craft and a collaborative spirit that permeates every corner of the Tech Centre.
Breaking Down Silos
Collaboration is not just a buzzword at the Egypt Tech Centre; it's a way of life. Regular business meetings, knowledge-sharing sessions, and routine visits to warehouses and sorting centres weave a tapestry of connection between the Tech team and other departments. The goal is crystal clear – break down silos between Tech and business, ensuring a seamless flow of information and needs.
Initiatives like business roleplays for Tech team members add a dash of experiential learning. Stepping into the shoes of colleagues in marketing, customer service, or supply chain fosters a deeper understanding of challenges, promoting a holistic approach to problem-solving.
On a lighter note, the Tech Centre embraces a culture where collaboration seamlessly blends with camaraderie. Monthly town hall meetings, knowledge-sharing sessions, and regular interactions with business stakeholders foster a sense of belonging. Initiatives like role-playing exercises break down barriers, bringing Tech and business teams closer.
Transformative Projects Born from Innovation
The journey through 2023 was marked by triumphs and technological feats which underscores the Tech Centre's pivotal role within the Jumia ecosystem.
In anticipation of future trends, the Tech Centre actively explores the integration of AI and customer interaction management solutions. These endeavours aim to fortify Jumia's position at the forefront of technological advancements, ensuring increased efficiency, productivity, and customer satisfaction. The integration of customer interaction management solutions heralds a new frontier, promising personalised and efficient services.
A Beacon of Innovation
Jumia's Egypt Tech Center stands not only as a testament to the company's commitment to innovation but also as a model for collaborative, forward-thinking tech hubs in the region. This innovation is the result of fruitful collaboration between the Egypt Tech Center and the broader Jumia tech ecosystem, spanning across Porto to Kenya and Nigeria. As the centre continues to evolve, embracing challenges and leveraging opportunities, it remains a driving force in Jumia's pursuit of technological excellence in the dynamic world of e-commerce. The journey is not just about technology; it's a narrative of innovation, collaboration, and the relentless pursuit of excellence.
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Hanan ElMatarawi
VP of Business Products and Operations, Jumia Group
Hanan is the VP of Business Products for Operations at Jumia Group, where she joined in 2022. With over 20 years of experience in the software industry across different regions and sectors, including e-learning, health, last mile delivery, on-demand services, and e-commerce, Hanan is passionate about using technology to improve user experiences and operational efficiency.
In her current role, Hanan is responsible for managing and optimizing the product operations to ensure the best user experience for the customers. She focuses on efficient strategies and leveraging technology to enhance and automate Jumia contact center through the customer lifecycle.
Hanan assumes the role of overseeing Egypt's Tech Center. She actively drives the team towards fostering innovation and productivity, encouraging the development of cutting-edge solutions that push the boundaries of e-commerce technology.